Customer Service Advisors

☞ Pallex

View: 106

Update day: 11-06-2024

Location: Coalville East Midlands

Category: Transport / Logistics / Warehouse Part-time

Industry:

Job type: Full-time, Part-time

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Job content

Customer Service Advisors
Join our Quality Customer Service Team, to Provide a First-Class Customer Service Experience.

Location: Coalville, LE67 1FH
Reporting to:Group Customer Service Manager
Positions available: 1x Full-Time Customer Service Advisor
1x Part-Time Customer Service Advisor (Maternity Cover)

Key Partners

  • Member Support
  • Operations
  • Warehouse
  • Depots/Managers
  • Management Team
  • Key Account Managers
  • Business Development Manager

Key Activities

  • Customer Service Enquiries/Queries
  • Monitoring and Reporting
  • Customer Engagement

Core Value

  • Provide a first-class Customer Service experience
  • Supporting people to work at their very best
  • Help create an engaged workforce
  • Finding solutions in a productive way
  • Providing expert advice and guidance
  • Delivering projects on time to improve KPI’s

Key Customers

  • All Employees
  • Members
  • Corporate Customers
  • Operations

Key Resources

  • Nexus System
  • Policies and Procedures
  • Rule Book - Member Service Engagement

Customer Relationships, Service and Delivery

  • Timely and professional, and accurate responses
  • Deliver on promises
  • Regular communication and updates to all customers

Company Values

  • Honesty
  • Transparency
  • Mutually Beneficial Relationships
  • Sustainability
  • Commitment
  • Innovation

Strengths, Skills and Competencies

  • Excellent customer facing skills
  • Exceptional interpersonal skills
  • Highly organised, strong and influential communicator
  • Regular knowledge of UK logistics
  • Natural ability and desire to problem

Key Deliverables and how you capture value

  • Feedback from customers
  • Reduction in customer related issues
  • KPI outcomes

Role Specific Responsibilities

  • Managing the daily SDM report of all AM/Timed and premium consignments with a possible extension to Economy Freight
  • Checking the held over report and carrying out corrective action
  • Monitoring new/ghost scans
  • Processing the previous day ’failure’ report
  • First point of contact for all incoming queries via phone call and E-mail
  • Email address created to direct all first contact E-mails into which will be monitored by the Reactive Sector
  • Recording and inputting information into the service failure log
  • Generate bespoke customer KPI reports in line with Customer expectations for all Corporate Account
  • Daily, weekly, monthly, quarterly, and annual reports for Customers
  • Damage Report
  • Processing all Customer returns
  • Monitoring and actioning all RCR’s
  • Customer manifesting

If you are interested in the role please can you send your CV and cover letter to Rachel Coe (Rcoe@pallex.co.uk) and HR (hr@pallex.co.uk)
STRICTLY NO AGENCIES PLEASE - We work with a carefully selected set of recruitment agencies, and we are not looking to add to our approved supplier list at this time.

Job Types: Full-time, Part-time

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Deadline: 26-07-2024

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